I’ve lost my mobile - what do I do?
If your mobile or SIM gets lost, try these steps:
- Call or send an SMS from another phone to see if you can hear it.
- If you have activated a locator like Find my iPhone or Find my Android previously, you can use this to track your phone’s location. If it shows your mobile in an unfamiliar place, contact the police rather than trying to retrieve it yourself.
- Check lost property and the local police station if you think you left it in a public place or building.
Can I stop people from using my phone?
You can block your handset so no one can use it if you have your IMEI number - even if they insert another SIM card from another carrier.
- For post-paid services, if you’re using a device you received from Telstra, we will have your device’s IMEI listed.
- For pre-paid services, or if you’re using a device that you have obtained from somewhere other than Telstra or is not included with your current plan, you will need to supply your IMEI number and proof of purchase of your device.
How do I find my iPhone’s IMEI?
If you’ve ever synced your iPhone with iTunes – the IMEI should be in the iTunes settings:
- Go to iTunes
- Go to the ‘Preferences’ tab if you are using a Mac, or to the ‘Edit > Preferences’ tab on the PC version of iTunes
- Now, select ‘devices’
- Go to the ‘Summary’ tab
- Click on your phone number twice. Your IMEI should be visible after the second time.
How do I find my Android’s IMEI?
Due to recent updates with the Android Device Manager: Android users are no longer able to find their IMEI remotely.
To find my Windows phone’s IMEI:
- Login to the Microsoft Account you used on your Windows phone.
- Go to ‘Phones’ and select the mobile that’s lost or stolen.
- Select ‘Find it, get support, and more’.
- Scroll down to ‘Support’.
- You’ll find your IMEI and current OS version details under ‘Hardware/System Info’.
Giving your IMEI plus the registered device info to the authorities helps them track down your lost or stolen phone much more quickly and easily.
You can also suspend your mobile service so it can’t be used:
- If you are a personal customer (13-digit account numbers) your monthly plan fees and other recurring charges will continue to apply while your service is suspended.
- If you are a business customer (10-digit account numbers) you’ll be charged $5.50 for your service to be suspended for up to 28 days. At the end of the temporary suspension period, the mobile service will automatically be reconnected to your pricing plan but the suspension on your service will remain until you ask us to remove it.
Can I protect my files?
Yes – change the usernames and passwords on your social media, banking, email - and any other apps with your personal information.
If your mobile can remotely wipe your information, consider doing this too.
Can I replace my mobile?
Yes - if you’re a StayConnected or Mobile Assure customer, log a request and we’ll send you a swap or replacement mobile - or tablet - by the next business day. Charges apply.
Can I upgrade to a new phone or a different plan?
Yes - if you’re near the end of your contract period, you can take the opportunity to upgrade your mobile or change your plan. You may incur early termination charges if you are still in contract, and you will need to pay any remaining handset or device payments. To find out check Telstra 24x7 My Account, My Telstra app or Telstra 24x7 app. You can also use our online form.
What if I find my mobile?
Contact us to resume your service and/or unblock your handset on;
- 13 22 00 or
- +61 439 125 109 if you’re overseas.
Important legal rights called Consumer Guarantees
For products you buy from us, you also have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.
You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a “major” fault, Consumer Guarantees and your return rights, please visit Faulty products – know your rights.
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